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© ISO 2008 – All rights reserved
When used in the monitoring and measurement of specified requirements, the ability of computer software to satisfy the intended application shall be confirmed. This shall be undertaken prior to initial use and reconfirmed
as necessary.
NOTE Confirmation of the ability of computer software to satisfy the intended application would typically include its verification and configuration management to maintain its suitability for use.
8 Measurement, analysis and improvement
8.1 General
The organization shall plan and implement the monitoring, measurement, analysis and improvement processes needed
a to demonstrate conformity to product requirements, b to ensure conformity of the quality management system, and
c to continually improve the effectiveness of the quality management system. This shall include determination of applicable methods, including statistical techniques, and the extent of their
use.
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer
requirements. The methods for obtaining and using this information shall be determined.
NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and
dealer reports.
8.2.2 Internal audit
The organization shall conduct internal audits at planned intervals to determine whether the quality management system
a conforms to the planned arrangements see 7.1, to the requirements of this International Standard and to the quality management system requirements established by the organization, and
b is effectively implemented and maintained. An audit programme shall be planned, taking into consideration the status and importance of the processes and
areas to be audited, as well as the results of previous audits. The audit criteria, scope, frequency and methods shall be defined. The selection of auditors and conduct of audits shall ensure objectivity and impartiality of the
audit process. Auditors shall not audit their own work.
A documented procedure shall be established to define the responsibilities and requirements for planning and conducting audits, establishing records and reporting results.
Records of the audits and their results shall be maintained see 4.2.4. The management responsible for the area being audited shall ensure that any necessary corrections and
corrective actions are taken without undue delay to eliminate detected nonconformities and their causes.
© ISO 2008 – All rights reserved
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Follow-up activities shall include the verification of the actions taken and the reporting of verification results see 8.5.2.
NOTE See ISO 19011 for guidance.
8.2.3 Monitoring and measurement of processes
